Technical Support Analyst

• Prior experience working in a support role highly preferred.
• Maintain overall ownership of all internal and external stakeholder issues & service requests ensuring that they receive resolution within a committed SLA.
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal & external stakeholders.
• Perform comprehensive root cause analysis, and advise how to avoid such incidents in the future
• Research, diagnose, troubleshoot, and identify solutions to resolve issues.
• Must have the knowledge of cloud computing, JIRA service desk & other applications.
• Excellent written and verbal English communication skills.
• Must be comfortable and flexible to work in Evening & Night Shifts.
• Must be Graduate/A levels (IT/CS Graduates or Diploma holders will be a Plus).
• Working knowledge of help desk software, databases and remote desktop.
• Advanced troubleshooting and multi-tasking skills.
• Maintaining and administering computer networks and related computing environments including systems software, applications software, hardware, and configurations.
• Performing disaster recovery operations and data backups when required.
• Protecting data, software, and hardware by coordinating, planning, and implementing network security measures.
• Troubleshooting, diagnosing, and resolving hardware, software, and other network and system problems.
• Replacing faulty network hardware components when required.
• Operating master consoles to monitor the performance of networks and computer systems.

Last updated on Sep 12, 2023